Michael Chavez
Frisco
Summary
Resourceful Personal Injury Protection Adjuster known for high productivity and efficient task completion. Specialize in claim investigation, liability determination, and negotiation strategies. Excel in critical thinking, communication, and empathy to navigate complex claims and achieve fair outcomes. Committed to continuous learning and adaptation to evolving industry standards.
Overview
31
31
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Personal Injury Protection Adjuster
GEICO
Richardson
06.2016 - Current
- Evaluated personal injury claims for accuracy and compliance with regulations.
- Collaborated with medical providers to gather necessary documentation and evidence.
- Communicated claim status to policyholders via phone and email.
- Collaborated with Attorneys to gather necessary documents
- Analyzed policy coverage to determine benefits available for claimants.
- Maintained detailed case files documenting interactions and decisions made.
- Assisted in training new adjusters on company policies and procedures.
- Ensured timely processing of claims to meet departmental standards and guidelines.
- Examined medical records, bills, and other documents related to personal injury protection claims.
- Interpreted policy language to determine whether a claim is covered under the insurance contract.
CSR/Bodily Injury Claims Adjuster
GEICO
Richardson , Texas
03.2012 - 06.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Created and maintained detailed database to develop promotional sales.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Prepared summaries of damage, payments, and policy coverage.
- Answered customer questions regarding deductibles.
- Obtained credit information from banking services.
- Prepared reports of findings in investigations.
- Documented and tracked claims approval process and communicated status monthly with claimants, attorneys and in-house personnel.
- Prepared and presented complex cases to management, in-house legal team and Claims Committee.
- Reviewed over [Number] medical treatment reports, police reports, and medical bills in [Year] for [Business Name].
- Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
- Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented and developed customer service training processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Estimated cost of filing claims and applicable court or legal fees for claimant party.
- Verified insurance claims and determined fair amount for settlement.
- Interviewed relevant parties to determine claim denial or settlement.
- Examined forms to determine insurance coverage.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
Bodily Injury Claims Adjuster/Auto Damage Adjuster
Progressive
Plymouth
05.1997 - 06.2002
- Evaluated bodily injury claims to determine coverage and liability.
- Communicated with policyholders to gather necessary claim information.
- Collaborated with medical professionals to assess treatment costs and needs.
- Negotiated settlements with claimants based on policy guidelines.
- Documented claim progress and maintained accurate electronic records.
- Maintained detailed documentation regarding all activities related to each claim file.
- Assessed medical records and other relevant documents to determine the extent of injuries sustained.
- Interacted with claimants, witnesses, attorneys and other parties involved in the claim process.
Assistant Manager
Enterprise Rent-A-Car
Richardson
03.1994 - 03.1997
- Managed daily operations to ensure high service quality and customer satisfaction.
- Trained and mentored staff on best practices and operational procedures.
- Coordinated vehicle inventory management to optimize fleet availability and utilization.
Education
Bachelor of Science - Sociology
University of New Mexico
Albuquerque, NM 08.1987 - 05.1993
Certification
• Licensed in multiple states
Affiliations
- Golf
- Traveling
- Hunting
- Family time
Timeline
Personal Injury Protection Adjuster
GEICO
06.2016 - Current
CSR/Bodily Injury Claims Adjuster
GEICO
03.2012 - 06.2016
Bodily Injury Claims Adjuster/Auto Damage Adjuster
Progressive
05.1997 - 06.2002
Assistant Manager
Enterprise Rent-A-Car
03.1994 - 03.1997
Bachelor of Science - Sociology
University of New Mexico
08.1987 - 05.1993
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